A conceptual service quality management framework for the NSFAS

Abstract

The primary purpose of this study was to investigate the service quality management of the National Student Financial Aid Scheme (NSFAS) and to develop a conceptual service quality management framework to address the NSFAS well-documented challenges in this regard. The NSFAS is a very important governmental entity providing vital higher education assess opportunities for young South Africans completing Grade 12. Higher education is linked to economic mobility, which is crucial for a developing country such as South Africa, especially if the largest portion of the annual South African budget allocation is spent on education and in particular, the NSFAS to address the ever-increasing demand for funding. Since its inception in 1999, many stakeholders depending on this entity have expressed their concerns with the service quality, especially to the primary customer, the student, and demanded greater accountability and a greater emphasis on efficient and effective management of the scheme. The literature suggests that there should be a adequate correlation between the macro dimensions of leadership, governance, operations and resource management and service quality. Stakeholder engagement is a further dimension, which proves to be crucial in the delivering of quality services. On the micro level, the dimensions of responsiveness, reliability, empathy, accessibility and competence are vital for the NSFAS to serve students. Utilising the information from the literature, this study developed a theoretical service quality management framework for the NSFAS. Using a qualitative methodology, the study was conducted by obtaining information on this topic from five primary stakeholders affected by the NSFAS service delivery. The service quality performance of the NSFAS was examined using, among others the Baldrige Performance Excellence Framework (BPEF) for education, which allowed for the testing of the theoretical framework and develop the conceptual service quality management framework for the NSFAS, which is the primary objective of this study.